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ITIL 4 Foundation Terms 4 Exam (EN) Questions with Correct Answers
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ITIL 4 Foundation Terms 4 Exam (EN) Questions with Correct Answers
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ITIL 4 Foundation Terms 4 Exam (EN)Questions with Correct Answers
availability management practice - Answer-The practice of ensuring that services deliver
agreed levels of availability to meet the needs of customers and users.
change - Answer-The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
change enablement practice - Answer-The practice of ensuring that risks are properly
assessed, authorizing changes to proceed and managing a change schedule in order to
maximize the number of successful service and product changes.
change schedule - Answer-A calendar that shows planned and historical changes.
confidentiality - Answer-A security objective that ensures information is not made
available or disclosed to unauthorized entities.
configuration item (CI) - Answer-Any component that needs to be managed in order to
deliver an IT service.
cost - Answer-The amount of money spent on a specific activity or resource.
culture - Answer-A set of values that is shared by a group of people, including
expectations about how people should behave, ideas, beliefs, and practices.
customer - Answer-A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
deliver and support - Answer-The value chain activity that ensures services are
delivered and supported according to agreed specifications and stakeholders'
expectations.
demand - Answer-Input to the service value system based on opportunities and needs
from internal and external stakeholders.
deployment - Answer-The movement of any service component into any environment.
deployment management practice - Answer-The practice of moving new or changed
hardware, software, documentation, processes, or any other service component to live
environments.
, design and transition - Answer-The value chain activity that ensures products and
services continually meet stakeholder expectations for quality, costs, and time to
market.
effectiveness - Answer-A measure of whether the objectives of a practice, service or
activity have been achieved.
efficiency - Answer-A measure of whether the right amount of resources have been
used by a practice, service, or activity.
emergency change - Answer-A change that must be introduced as soon as possible.
engage - Answer-The value chain activity that provides a good understanding of
stakeholder needs, transparency, continual engagement, and good relationships with all
stakeholders.
error control - Answer-Problem management activities used to manage known errors.
external customer - Answer-A customer who works for an organization other than the
service provider.
four dimensions of service management - Answer-The four perspectives that are critical
to the effective and efficient facilitation of value for customers and other stakeholders in
the form of products and services.
goods - Answer-Tangible resources that are transferred or available for transfer from a
service provider to a service consumer, together with ownership and associated rights
and responsibilities.
governance - Answer-The means by which an organization is directed and controlled.
improve - Answer-The value chain activity that ensures continual improvement of
products, services, and practices across all value chain activities and the four
dimensions of service management.
incident - Answer-An unplanned interruption to a service or reduction in the quality of a
service.
incident management - Answer-The practice of minimizing the negative impact of
incidents by restoring normal service operation as quickly as possible.
information and technology - Answer-One of the four dimensions of service
management. It includes the information and knowledge used to deliver services, and
the information and technologies used to manage all aspects of the service value
system.
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